Escalation policies

An escalation policy is a custom set of rules for incident alerting. It is ideal for creating more advanced incident alerting processes.

The escalation policy defines who will be alerted and in what order. The escalation policy will run until the incident is acknowledged.

Creating an escalation policy:

  • Go to Escalation policies.
  • Click Create escalation policy.
  • Name your escalation policy.
  • Set the escalation policy settings as described below.
  • Click Create escalation policy.


Escalation policy settings

Delay

To add a time period of delay before an escalation policy is executed, set up the timer in the Wait for [ ] minutes before escalating to for the desired amount of time. After this amount of time has passed, the alerting flow will start.

Alerting

Here you can select who we should alert. The main alerting options include (among others):

  • Specific team members
  • Current on-call team
  • Slack and Microsoft team integrations
  • Zapier and Webhook integrations

Severities

Severities are customizable ways of alerting in case of an incident. They are ideal when creating a pre-set way of alerting that could then be applied to multiple escalation policies.

To create a new severity, go to Escalation policiesCreate severity.

Multi-step policy

To create multiple steps in the escalation policy, click Add another step. There, you can define what happens if the incident is not acknowledged in the previous alerting step.

To move an alerting step, grab the top of the box and move it to the desired position.

To delete an alerting step, click the x box in the top right-hand corner.

Time-based rules

Time-based rules offer the option to either stop an escalation policy at specific times, or escalate to a different escalation policy.

Repeating policy

To repeat an escalation policy, select the number of repeats in the dropdown menu.